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Job Description:

• Responsible for supervising and directing all customer experience and support services activities within their functional area.
• Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly KPI reporting to manager.
• Support customer retention and the building out the store sales strategy.
• Disseminate sales and marketing information regarding products and services to appropriate team members.
• Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
• Execute training and maintain department and cross functional process workflows and documentation providing best-in-class customer experience satisfaction.
• Execute technical support services and ensures resolution of customer complaints in a timely, professional manner.
• Responsible for execution of customer communication for distribution center changes, routing changes, product availability and recalls.
• Responsible for directing, developing, and appraising associate performance.
• Analysis of reports including process dashboard and team performance reports
• Attend business meeting as needed.

Job Requirements:

• Preferably bachelor's degree in business or related field preferred, or an equivalent combination of experience and training
• At least 2 years customer service supervisory experience in Retail Processes.
• Understanding and knowledge of products.
• Excellent working knowledge of computer i.e, MS-Office, Operating Systems, Excel & Outlook management.
• Excellent verbal and written communication skills & presentation skills
• Good interpersonal & people management skills with good problem-solving approach.
• Expert knowledge of invoicing is a key requirement of this role
• Good analytical skills for MIS, number crunching & reporting to internal & external customers.
• Ability to exercise managerial judgement and perform as a mentor
• Knowledge of Voice reporting systems is mandatory.
• Familiarity with order management, operations, Inventory Planning & supply and demand procedures
• Background in consumer/retail, call management systems and/or customer relationship management preferred.

Skills/Abilities:

• Strong leadership abilities with the ability to train, coach and motivate others.
• Excellent communication skills
• Strong attention to detail
• Comfortable in highly open, dynamic and collaborative company culture.
• Ability to work in a fast-paced, team environment.
• Demonstrated ability to problem solve and set priorities.